Contact Center Agent

About the role

As the nation's leader in breast health services, Solis Mammography is seeking a Contact Center Agent to serve as the first point of contact for patients and referring physicians. This position is critical to the organization, functioning as the liaison between patients and the center by providing efficient, empathetic service and administrative support that impacts the profitability of the organization.

Responsibilities

• Gather patient information and schedule appointments via phone, email, or chat.
• Provide efficient, empathetic customer service and administrative support.
• Adhere to training guidelines and utilize available resources during customer interactions.
• De-escalate situations involving dissatisfied patients by offering assistance and support.
• Offer alternative scheduling options when center dates/times are unavailable.
• Maintain performance by meeting or exceeding key performance indicators, including average handle time, quality, attendance, and schedule adherence.
• Work under close supervision while adhering to established procedures and processes.
• Utilize company resources and training materials to maintain productivity and ensure minimal downtime.
• Maintain patient confidentiality at all times.

Requirements

• High school diploma or equivalent required.
• College coursework preferred.
• Zero to one year of experience in a fast-paced, customer service-oriented role required.
• Scheduling experience preferred.
• Ability to type at least 30–40 words per minute with strong computer skills.
• Strong verbal communication and listening skills.
• Energetic, flexible, and detail-oriented with sound judgment.
• Strong spelling and grammar skills.
• Bilingual (English/Spanish) a plus.
• Ability to multi-task across various computer programs and applications.
• Ability to work in a fast-paced environment with repetitive tasks.

Benefits

• Medical, dental, and vision insurance.
• 401(k) retirement plan.
• Paid time off (PTO) and paid holidays.
• Backup child and adult care benefits.
• Recognized as a Great Place to Work for three consecutive years.